Creating and Using Labels - Versions Prior to Eureka

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1 Overview

Labels allow the grouping and organizing of records. Labels can be visible to any user (global) or visible only to specific users. For example, you can create labels that group:

  • High urgency incidents
  • Incidents flagged as overdue
  • Canceled changes
  • Non-operational business services
  • Users whose last name starts with the letter 'p'

There are several types of labels:

  • Standard: is controlled by the user that created the label. This user can add or remove records from this label.
  • Most Active: displays the most often accessed modules and is automatically maintained by the system. There is no maximum duration a module can remain as Most Active.
  • Most Recent: displays the most recently used modules and is automatically maintained by the system.
  • Most Active Record: displays the most often viewed records and is automatically maintained by the system. There is no maximum duration a record can remain as Most Active.
  • Most Recent Record: displays the most recently viewed records and is automatically maintained by the system.

Most Active and Most Recent labels are maintained both at the system level and individually for each user. A Most Active label contains the most active modules or records for the user that created the label. A Most Active global label contains the most active modules or records across all users.

Note
Note: If you are using the Eureka or later version of the ServiceNow platform, see current information in Creating and Using Tags.


2 Creating a New Label

Users can create labels using the context menu.

  1. Navigate to a list.
  2. Right-click a record.
  3. Select Assign Label > New.
  4. Enter a name for the new label.
  5. Click OK.

Administrators can create a label by navigating to System Definition > Labels and clicking New.

The Navigation check box specifies if a filter appears in the application navigator. The Max Entries field controls how many labels will appear in the application navigator. All entries in any label can be seen by viewing the specific label record.

Labels are typically only visible to the user who created them. To make a label available to all users, select the Global check box.

LabelsCreate.png

3 Assigning Labels

After a label has been defined, that label can be assigned to records. You can associate a record with a label either from a list or from the record form. The record then appears in the application navigator under the assigned label. Labels display the most recent record first. Note that when adding a label to a record with a hyphen, the portion of the record after the hyphen is displayed first.

3.1 Assigning a Label from a List

The example image shows a list of open change requests in the Change application. Notice that the label Needs Updating appears in the application navigator. Right-clicking any record in the list displays the Assign Label option. Pointing to Assign Label displays a list of labels. Choosing one of the labels associates that label with the record.

LabelsAssign.png

3.2 Assigning a Label from a Form

When viewing a form, you can assign a label to the current record using the context menu.

AssignLabel.png

3.3 Viewing Assigned Labels

After assigning the label, click the label in the application navigator to see a list of records assigned to that label.

LabelsItem.png


  • Clicking the label header (Needs Review) opens the label form.
  • Clicking the record ID (CHG0000004) opens the record form.
  • Clicking the delete icon (Xicon.png) beside a record removes the label from that record.

4 Assigning Labels Automatically

For labels like High Urgency Incidents, you can configure the system to automatically assign the label to records based on criteria defined in the label record.

  1. Navigate to System Definition > Labels
  2. Click the label you want to automatically assign.
  3. Configure the form to add the Conditions for Labels related list.
  4. Click New in the Conditions for Labels related list.
  5. Select a Table.
  6. Add conditions for the automatic application of the label using the condition builder.
  7. Click Submit.
  8. Click Update.

The system automatically assigns the label to records that match the criteria and removes the label from records that no longer match the criteria.

5 Removing Labels from Records

Labels are removed from a record in one of these ways:

  • A label that was automatically applied to a record based on specific conditions is automatically removed when those conditions no longer apply.
  • A user clicks the delete icon (Xicon.png) beside a label entry in the application navigator to remove the label from that record.
  • When viewing a record form, a user opens the context menu, selects Remove Label, and then selects the label to remove.

When a label is removed from a record, then the record that was added with the information about the addition of the label to the record – is removed. There is no change to the record from which the label is being removed.

6 Configuring Label UI Properties

An administrator can set the refresh period for labels and prevent labels from displaying in the application navigator entirely.

To change how often labels refresh:

  1. Navigate to System Properties > UI Properties.
  2. Enter the number of seconds in the Label refresh period (seconds) field.
  3. Click Save.

To disable the display of labels entirely:

  1. Navigate to System Properties > UI Properties.
  2. Clear the Enable use of labels check box.
  3. Click Save.

7 Notifications Using Labels

It is possible to configure a label entry to send a notification when the record is changed. To customize a label entry, click the label header in the application navigator. Then choose the label entry for the record that should have notifications:

LabelsNotification.png

After clicking a label entry record, the form for that label entry appears. Customize this entry for notifications in one of the following ways.

  • Select the Notify onchange check box to be notified any time this record is modified.
  • Specify the conditions when you want to be notified with the Notify when condition builder.
  • Enter the name of a business rule in the Notify script field.

LabelsNotification2.png

8 Legacy Functionality

The Homepage check box no longer has any default functionality.

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